Loan Servicing Supervisor

hace 4 semanas

Guadalajara, México Resortcom International Mexico, S. De R.L. A tiempo completo

**Position Summary**This position reports to the Loan Servicing Manager and is responsible for managing the agents on the phone.The Supervisor in Training will be directly responsible for the performance of the GDL team members they oversee with guidance from a supervisor.**Essential Functions**Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.- Manage, assist in hiring, training and lead the loan servicing team- Consistently review phone calls to ensure proper service is being provided by the agents provide real time feedback to the team member- Create positive and fun call center culture environment through motivation and encouragement- Conduct regular team huddles and weekly one on one coaching sessions- Counsel underperforming team members as outlined in the department performance, implement an improvement plan, issue corrective actions and witness termination of employment- Learn to effectively manage conflicts within the team- Participate in department Continuous Improvement initiatives and encourage team members to be involved- Monitor Score buddy, respond to 1:1 request.- Maintain and update internal policies and procedures- Resolve escalated customer issues and customer complaints (supervisor call back CRMS) take escalation calls on the-spot- Develop and implement new strategies to increase productivity- All other duties and projects as assigned by management.**Other Duties**Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.Duties, responsibilities and activities may change at any time with or without notice.**Work Environment**The work for this position is conducted in an office environment.The noise level in this environment is usually moderate.Travel may be required to receive training, attend meetings and develop relationships with other professionals.Evenings and weekend work may be required based upon the workload.**Required Education and Experience**- High school diploma (or GED or High School Equivalence Certificate)- Excellent organizational, multi-tasking and prioritizing skills- Ability to work under pressure- Minimum of 2 years call center experience- Minimum of 1 years at Resortcom**Preferred Education and Experience**- Bachelor's degree or equivalent experience- Bilingual (English - Spanish)- Prior experience in financial services industries**Salary**: $30,****** - $32,****** per monthWork Location: In person

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